Quality guarantee & refunds

BuketLand checks the quality of every order before it reaches the recipient and remains available after delivery. If there is a problem with the bouquet, gift or fulfilment of the order, BuketLand managers accept and review the request.

This page explains our quality checks, flower substitution rules, quality-related requests, order cancellations and refunds.

Key BuketLand guarantees

• flowers are covered by a 5-day freshness guarantee from the moment of delivery;
• we check flower freshness and the appearance of the finished arrangement before dispatch;
• the customer receives a photo of the completed bouquet before dispatch;
• minor natural variations in fresh flowers are possible;
• significant substitutions are agreed with the customer;
• if you have a quality concern after delivery, you can contact us within 24 hours;
• photos and a description of the issue are required for review;
• depending on the situation, we may offer a replacement, compensation, a partial refund or a full refund.

How we check quality before delivery

Before dispatch, the florist checks the freshness of the flowers, composition, quantity, presentation and overall appearance of the finished arrangement. We also check all other parts of the order, including the card, packaging, additional gifts and other agreed details.

We send every customer a photo of the completed order before dispatch. This allows you to see the finished bouquet or gift before it is delivered to the recipient.

If the order has been paid for, all agreed details have been followed and delivery has been confirmed with the recipient, the absence of a response to the photo does not stop the order from being fulfilled. The order is released for delivery according to the agreed schedule.

If a significant change to the flower selection, colour palette or another important detail requires approval before dispatch, our manager contacts the customer separately.

If we are unable to reach the customer before the order needs to be dispatched and waiting could affect the agreed delivery time, we may make a substitution of equivalent value, while preserving the colour palette, bouquet shape, style and overall concept as closely as possible.

5-day flower freshness guarantee*

BuketLand flowers are covered by a 5-day freshness guarantee from the moment of delivery.

If you notice a problem with the bouquet or its condition within 24 hours of delivery, please contact our managers. To help us review the issue quickly, send your order number, photos and a short video showing what has happened to the bouquet.

If the issue is confirmed, we will replace the bouquet with a new one. If replacement is not possible for a particular reason, we reserve the right to resolve the matter by refunding the order.

If you contact us more than 24 hours after delivery, each case is reviewed individually. Depending on the condition of the bouquet and the circumstances, we may offer replacement of flowers that have lost their freshness, a partial refund, additional bonus points, a discount on your next order or a complimentary bouquet.

* We want your bouquet to stay fresh for as long as possible. After receiving it, place the flowers in a clean vase with fresh water, making sure the lower part of the stems is submerged while leaves remain above the water line. Change the water every 1–2 days, rinse the vase each time and trim approximately 1–2 cm from the stems at an angle using a sharp knife or secateurs. Remove any leaves below the water line.

Keep the bouquet away from radiators, heaters and hot air. Do not place flowers directly in the airflow from an air conditioner or in an area with a constant draught. We also recommend keeping the bouquet away from ripe fruit.

If your bouquet came with flower food or a product designed to extend the freshness of cut flowers, add it to the water according to the instructions on the package.

Can the bouquet differ from the photo on the website?

Flowers are a natural product, so the shape of the buds, colour, stage of opening and other natural details may vary slightly depending on the season and the particular batch of flowers.

When creating the bouquet, we follow the listed composition and overall appearance of the arrangement. If a significant substitution is required, we agree it with the customer before dispatch.

When a substitution requires approval

• replacing the main type of flower;
• a noticeable change in the colour palette;
• a change that significantly affects the size or overall appearance of the arrangement;
• replacing the main gift or an important addition to the bouquet.

Minor substitutions that do not affect the overall appearance, style, shape or value of the bouquet may be made without separate approval. This may include flower shades, greenery, decorative elements or packaging. In every case, we send the customer a photo of the completed bouquet before delivery so they can see the arrangement before it reaches the recipient.

Quality concerns after delivery

If you notice a problem with the bouquet or another item in the order after delivery, please notify BuketLand within 24 hours of delivery.

To review your request, please provide:

• the order number or the customer’s phone number;
• photos and video of the order showing the issue;
• a short description of the situation.

You can contact us at [email protected] or via Viber / WhatsApp / Telegram at +380 (67) 600 76 70.

Requests concerning orders fulfilled in other cities in Ukraine are also accepted and reviewed directly by BuketLand.

Every quality-related request is reviewed by a senior BuketLand manager. We carefully review the photos, video and description provided before offering a solution. Requests are handled as quickly as possible during manager working hours — daily from 09:00 to 20:00.

How BuketLand resolves quality concerns

Each request is reviewed individually, taking into account the nature of the issue and the particular order.

If the issue is confirmed, a senior BuketLand manager assesses the situation and offers the available solutions. Depending on the circumstances, these may include:

• a full bouquet replacement or replacement of individual flowers;
• repeat delivery;
• a partial or full refund;
• a discount on a future order;
• a gift or complimentary bouquet from BuketLand.

If the issue occurred due to our fault, repeat delivery is free of charge. If the entire bouquet is replaced, the original bouquet is returned to the courier when the replacement is delivered.

We do not apply one standard solution to every situation. A senior manager will offer one or more options appropriate to the specific case. If several options are available, the customer can choose the one that is most convenient.

What is not considered a quality issue

Minor natural variations in flower colour, bud shape or stage of opening are possible because every batch of fresh flowers is different.

These variations alone do not indicate inadequate quality if the arrangement retains the agreed composition, shape, colour palette and overall appearance.

After delivery, the condition of fresh flowers is also affected by care and storage conditions, including temperature, water level, direct sunlight, draughts, heating appliances, air conditioners and other external factors.

To help the bouquet stay fresh and attractive for as long as possible, we provide flower care recommendations with the bouquet. The main care instructions are also available on this page so that the customer or recipient can refer to them after delivery.

Order cancellation

To cancel an order, contact a BuketLand manager.

Whether a refund is available and the amount refunded depend on the stage of the order at the time of cancellation.

If an order is cancelled at least 24 hours before the agreed delivery time and we have not yet started preparing it, the full amount will be refunded.

If the florist has already prepared the bouquet but the customer does not like the finished arrangement after viewing the photo, the customer may cancel the order before it is released for delivery. In this case, we provide a full refund.

If preparation began in advance because flowers, gifts or other items were purchased specifically for the customer’s individual order, a full refund may not be possible. Such cases are reviewed individually, and the manager informs the customer in advance when flowers or other items need to be purchased specifically for their order.

Instead of cancelling, the order can also be moved to another date, assigned to a different recipient or delivered to a different address. These changes are agreed with a manager and are possible if the order has not yet been released for delivery or can still be adapted to the new arrangements.

If the bouquet has already been prepared, matches the agreed order, has been approved by the customer and has been released for delivery, but the recipient refuses to accept it for personal reasons unrelated to the quality or freshness of the flowers, a full refund is not provided. In this case, we may offer repeat delivery to another address within the same city or individually consider a partial compensation or bonus for a future order.

In every situation, we aim to find a solution that is as convenient and fair as possible for the customer.

Refunds

Once a refund has been approved, BuketLand processes it within 3 business days.

Funds are returned using the same payment method that was used for the original payment. This rule applies to all available payment methods.

If the order was paid online through the website, the actual time for the funds to appear in the customer’s account may be longer. Once the refund has been processed, our payment system returns the funds within 3 banking days, while the final posting time depends on the customer’s bank and its internal policies.

If the recipient cannot accept the order

The conditions for repeat delivery when the recipient is unavailable or the order cannot be handed over are described on our Delivery page.

Guarantees for gifts and additional items

If gifts or other products are added to a bouquet, quality-related requests concerning these items are also handled by BuketLand managers.

The way a request is reviewed depends on the type of product and the nature of the issue.

If you have a quality concern about an additional item after receiving the order, contact a BuketLand manager. We will review the situation and, if the issue is confirmed, offer a replacement or refund for that item.

If the order is cancelled less than 24 hours before the agreed delivery time, payments for gifts and additional items are not refunded. This is because these items are often purchased specifically for a particular order.

We always aim to find a fair solution, but please keep in mind that additional products and gifts are prepared individually for your order.

Contact us

For questions about quality, substitutions, cancellations or refunds, contact BuketLand managers:

Managers: daily 09:00–20:00
Email: [email protected]
Viber / WhatsApp / Telegram: +380 (67) 600 76 70
Other phone numbers and contact options are available on our Contact Us page.

For faster handling, please provide your order number or the customer’s phone number.